Industrial Automation Support Leader

1 day ago

Ayala Alabang, National Capital Region, Philippines beBeeCustomer Experience Full time ₱300,000 - ₱400,000

Job Description:

We are seeking an experienced professional to lead our post-sales support operations in the industrial automation sector.

This role is critical in ensuring consistent, high-quality support for mission-critical systems, including 24/7 technical service coverage for clients in manufacturing, utilities, and infrastructure.

You will lead a technical support team, work closely with account managers, and ensure that customer systems remain operational, supported, and fully adopted after commissioning.

Key Responsibilities
  • Develop and implement escalation protocols to resolve urgent technical issues in coordination with engineering and project teams.
  • Monitor real-time support performance, analyze incidents, and ensure root cause resolutions are captured and implemented.
  • Work closely with account managers to ensure smooth handover from project delivery to support phase, including onboarding and training coordination.
  • Conduct regular customer check-ins and reviews to assess satisfaction, gather feedback, and align on long-term goals.
  • Lead the technical support team in providing remote and on-site troubleshooting for deployed SCADA, PLC, MES, and HMI systems.
  • Serve as the voice of the customer within the organization, providing feedback to engineering, product, and quality teams.
  • Develop internal support knowledge base, training modules, and incident handling workflows to ensure consistent service delivery across shifts.
  • Collaborate with sales and account managers to identify upsell or service contract opportunities.

Requirements:

  • Bachelor's degree in Electrical, Electronics, Instrumentation, or Mechatronics Engineering, or a closely related field.
  • Minimum of 3–5 years of experience in technical customer support or service roles in industrial automation.
  • Proven experience managing or coordinating 24/7 support operations or on-call service environments.
  • Familiarity with industrial automation platforms such as SCADA (e.g., Ignition, Wonderware), PLCs (e.g., Siemens, Allen-Bradley), and HMI systems.
  • Strong leadership, analytical, and communication skills; able to manage people and performance under time-sensitive situations.
  • Experience supporting manufacturing plants, water utilities, power distribution, or critical infrastructure clients.
  • Background in field service, commissioning, or systems integration.
  • Knowledge of OT/IT convergence, remote monitoring, and secure remote access solutions.
  • Familiarity with CRM systems, support ticketing tools, and field service management software.

Benefits:

  • Opportunity to work with a dynamic team in the industrial automation sector.
  • Chance to develop leadership and technical skills in a fast-paced environment.
  • Competitive salary and benefits package.

About Us:

We are a leading provider of industrial automation services, dedicated to delivering high-quality support and solutions to our clients.

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